"Now given operation date but still have concerns "

About: Nuffield Health, Shrewsbury Hospital Royal Shrewsbury Hospital / Ophthalmology Telford referral and quality service (TRAQS)

(as the patient),

Late May 2012 - Routine eye test at Boots Telford town centre - informed referred to GP for cataract surgery on right eye, and laser treatment on left eye.

Received an appointment from Royal Shrewsbury Hospital. Attended RSH and was told only doing the laser treatment on left eye. Was told separate appointment would be sent for cataract in right eye.

February 2013 - Still had no appointment for right eye. However, another routine eye screening at opticians. Discussed the situation and was again referred to my GP for cataract surgery on right eye.

Mid February 2013 - Received an appointment with Nuffield hospital, Shrewsbury, for late February, for evaluation of eye, etc. (No choice but that's fine). Now have operation date but still have concerns about what happened between May 2012 and February 2013.

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Response from Lesley Anne Jones, Patient Advice and Liaison Officer, Shrewsbury and Telford Hospital NHS Trust

Thank you for taking the time to provide feedback about your care and treatment at The Shrewsbury and Telford Hospital.

Our aim is to provide the highest standards of care for every patient, every time, and we are very sorry to hear your concerns about the care you received. Your comments have been sent to the Clinical Manager for the department concerned.

Unfortunately the Patient Opinion website does not share your contact details with the Trust, so we would encourage you to contact us so that we can look into the issues that you have raised in more detail.

The easiest way to do this is by calling our Patient Advice and Liaison Service (PALS) on 01952 282888 or visiting their office in the Main Entrance.

They aim to: provide advice and support to patients, their families and carers; listen to your concerns, suggestions or queries; and, help sort out problems quickly on your behalf. If you wish to make a formal complaint then the PALS service will be able to provide you with more information about how to do this. You can also find out more on the Trust website at www.sath.nhs.uk/patient_information/complaints.asp.

Thank you once again for taking the time and trouble to provide feedback via the Patient Opinion website. We look forward to hearing from you so that we can look into the issues you have raised in more detail.

Mrs L. A. Jones

Patient Advice and Liaison Officer

Princess Royal Hospital


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Response from Royal Shrewsbury Hospital

I am sorry to hear about the poor communication about your care. Unfortunately the NHS Choices website does not share your contact details with us so I am not able to investigate this further and would encourage you to contact our PALS service if you would like us to look into this. The PALS office is located near the main Ward Block entrance at the Royal Shrewsbury Hospital or the main hospital entrance at the Princess Royal Hospital. It is normally open Mon-Thu 9am-5pm and Fri 9am-4.30pm. More information about PALS is available from our website at http://www.sath.nhs.uk/patients-and-visitors/pals In many cases we would only undertake one eye procedure at a time (which may explain why the original appointment was only for the laser treatment). For the cataract services there are two main possible reasons for the delay - firstly, the GP would need to make a judgement about whether you met their referral criteria for cataract surgery so it may be the case that these were not met at the time of your original appointment; secondly, we have faced some problems with our appointment and booking systems for hospital ophthalmology so please accept our sincere apologies if this was the case. I hope that everything has now proceeded to your satisfaction and I am very sorry for your inconvenience.

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